Contact Centre Agent (Receptionist)

Contact Centre Agent (Receptionist)
5 UBI Close
Full Time
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    Job Overview

    • Location
      5 UBI Close
    • Brand
    • Experience

    Job Responsibilities


    To provide phone support for customers with their enquiries, requests, and/or complaints and to provide maximum customers’ satisfaction and service excellence.


    • To handle inbound calls and assist customers to make service appointment via e-booking system.
    • Conduct outbound calls and making appointment booking for customers to visit the service center.
    • Communicate politely and timely with customers on their enquiries, requests and/or complaints via phone channels and convert each engagement into a positive customer experience.
    • Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow-up, or process-order.
    • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
    • Maintain security of customers account information by adhering to the Privacy Act.
    • Conducting follow-up call on no-show booking customers to fix another appointment booking date.
    • Assist to answer all telephone calls within 3 rings in a courteous and pleasant tone and voice with appropriate greeting, salutation where appropriate, announcement of company name and personal name.
    • Transfer the calls in a professional manner where the other party is being informed of the transfer and the extension that they are being transferred to.
    • To do cross-training & coordinate closely with peers to ensure smooth operation of the center.
    • Liaise with the Customer Service Officer on day to day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.
    • Perform office administration duties such as filing, sorting of documents, photocopying and recording.
    • Any adhoc tasks as assigned by Supervisor

    Job Requirements

    • Preferably Diploma Holders who specialized in Customer Service
    • Minimum 3 years working experience in relevant customer service industry. Proactive and independent with positive attitude.
    • Patient, friendly, smiley, problem solving, able to sell thru service, team player and most importantly ‘NEVER SAY NO’ attitude.
    • Possess technical knowledge on product
    • Possess strong ability to work with all relevant parties to address difficult customers’ grievances and product issues

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